Just a quick mention about my latest Sunwing experience. I was in Manzanillo Cuba for 2 weeks at the end of November 2016 and I had a great time. The flight personnel was very professional, the hotel staff was way beyond my expectations (a special shout out to Elena), the food not so bad for a 3 stars, the room was clean and the surrounding area is gorgeous. This was a memorable and lovely vacation! Thanks!
The long and short of it is that my 15 family members and 60 other people on our return Sunwing flight from Santa Clara, Cuba were extremely ill. It has now been 2 months since our trip and we have since discovered we had a parasite (some of us still have it) contrary to popular belief that it was a Norovirus.
On top of all this, Sunwing and Memories have made little to no effort to contact us or discuss compensation. My husband lost 5 weeks of work and has just returned today. It has been weeks since we sent in the medical confirmation of the parasite and still no response.
It costs us thousands of dollars to go and we have lost thousands of dollars since then (not to mention pain, discomfort, time with family, humility and medication). We could have long term health effects as well (e.g. lactose intolerant).
On a positive note, Cuba is awesome and the staff are amazing and the beaches are gorgeous. We would go back to Cuba, but not with Sunwing because if something goes wrong, there is not responsibility assumed.
I made the decision to purchase a package with signature vacations based on travel times . I wanted to ensure we could maximize 8 days and that the arrival/departure times were within the hotel's check in/out policy. Since purchasing the flight has been changed/delayed twice, now departing 12 hours later than what I purchased.
I understand some flight changes are necessary but this beyond reasonable. Now we are left with a flight time we do not want and incurring extra costs as it is way beyond the check out time.
I made this purchase in good faith and expected to have sunwing/signature deliver the package I agreed to or provide other options. Instead they have taken advantage of the fact this paid for and completely changed our vacation plans.
[redacted] I paid for one thing, but am stuck with something I don't want.
I recently booked a vacation with sunwing under there "Price drop guarantee ". My trip price has dropped and I went to submit a claim . I found out quickly that I was not "registered " for the price drop . On my booking form it says nothing at all. I would be fine with this policy had I had CLEAR instructions from the company . I find their policy very sneaky it makes their customers feel comfortable with this price drop guarantee booking when in fact its the opposite. I will never book with them again
I booked a package with sunsing vacations to huatuloc mexica dreams resort , they said they where upgrading my room to the best delux room with two beds with an extra room as we where travelling in a group of three one couple and myself. they charged an extra $1000 for the upgrade. when we arrived we were put in to the smallest room with 2 beds side by side this was 100% not an upgrade as all the base model rooms where all like this , in order to get the room that we originaly wanted we had to give the hotel an addtional $700 dollars totaling $7500 for a week stay in mexico ,(THATS ALOT OF $$ CONSIDERING MOST VACATIONS THERE GO WAY CHEAPER!!) we feel we got taken advantage of big time and caused alot of dis enjoyment the first couple of days trying to get are room figured out, as welll as leaving a bad taste in are mouth the entire trip. I will not be using sun wing again as I have felt no compensation from them in anyway.
Earlier this summer I booked a MSC Cruise Holiday on line through Sunwing Vacations and I must say so far so good. Not only did I take advantage of a Zero Deposit Promotion, I also was able to sign up for a free Price Drop Guarantee and the best part of it is, I just applied on line for a refund because the price of my holiday has dropped. Looking forward to my trip come December.
Just came back from Puerto Plata. We stayed at Riu Merengue and no way that place is 4.5 star resort. Beach and rooms are nice but the food is terrible. The place is full of local people and they are so noisy and scream like if they were fighting but that's how they talk.
We had made our booking in November 2015 and was recently informed by Sunwing, Thursday, January 21, 2016 the booking has changed. When changes like this happen we might be ok with it, but due to my wife's 50th milestone special birthday event for Sunday, February 7, 2016 the new booking has a departure time of @ 6am on the day of my wife's 50th birthday!! As well, we have guests that will be arriving and waiting for days before us, this is not good! especially traveling on her birthday, which means being at an airport at 3am to check in. This looks like we have been bumped to accommodate others.
The return flight date is on Valentine's day, and I had something special planned for her, but now have to cancel, which has cost me time, effort and money, very disappointing.
Our only options from Sunwing is to take the new booking or cancel. Well, we can't cancel due to our guests, and now forced to take the only flight out. We are also surprised that the only compensation offered by Sunwing is a $50.00 coupon to be used only for future flights with Sunwing, really? Seems like an insult. We'll probably not use Sunwing in the future due to this situation, but this does motivate us to inform news and social media of our experience.
Your sale agent who did the new booking for us did a fine job of providing certain information, limited options and defending Sunwing. The customer service agent who replied to our current situation only provide company policy information.
[redacted] Families work hard for their money and should be able to shop with some assurance that their price they paid is protected and the company should provide customer service to honor that, we booked at trip 28 days ago and 3 weeks later the price dropped by over $700.00 and we were basically laughed at with a too bad for you.
My girlfriend and I flew from Vancouver to Cuba using Sunwing. We prepaid $200 for "Elite" status which promise "your bags will be some of the first off the plane".
Not only were they not first off the plane they never made it onto the plane. I was left for 1/3 of my trip with no luggage which ruined a significant portion of my trip.
Finally received my bags which was a hassle and upon returning home inquired with the company about this occurance. I was told by their representative that there was nothing legally I could do about it (her words) and that even though I spent days without my belongings they still considered me to have had an "Elite" trip.
This is borderline a scam as they promised services, did not provide them, and failed to provide a very basic service.
They did not seem to care about me as a customer or the inconvenience we faced.
Do not pay for Elite and do not use Sunwing if you can avoid.
I was researching deals and vouchers for Sunwing and came across the Revdex.com Sunwing review page. I noticed that there are ZERO positive reviews. So I want to leave one.
I've used Sunwing and another similar competitor airline. Sungwing's experience was better hands down. The takeoff and landing were both smooth and the flight attendants were pleasant. The food and drinks served were complimentary... I don't drink alcohol, so I'm not sure about that, but they did offer 1 glass of champagne to everyone for free.
I filled out their customer review card and received a $50.00 voucher which I just used to book another vacation. The voucher stated that you needed to email it to a certain address (which I did, I booked online so no agent was used). Within a few days I received the $50 credit on my visa. No problems.
While at the resort, the Sunwing representative was SUPER nice and knowledgeable. He made our orientation fun and exciting. We booked our excursions because of how great the trips were explained by him.
We had ZERO problems and just 100% fun. We will be flying with Sunwing again on September 23, 2016 and are excited to do so!
We've recently gone on a vacation to Cuba at an all inclusive resort planned through Sunwing. We purchased insurance for this trip, the platinum worry-free insurance, and this was not upheld. We became horribly ill after getting food poisoning after consuming the food at the resort, and had to seek medical attention as well as purchase medicine. None of this was covered, and was informed by a SUNWING representative that the coverage is not valid at the resort. It says it covers medical but if this doesn't apply then why would we ever bother to spend the money if its worthless? Either this is false advertising or someone is lying.
Mr. Stephen H.
Chief Executive Officer of Sunwing Travel Group and President of Sunwing Travel Group
Dear Sir ;
In regard to booking number XXXXXXXX for a 2 week hoilday in Varadero from Vancouver, BC on November 17, 2016 to December 1, 2016 on Sunwing Airlines to [redacted] Resort.
Purchase Price $ 5,422.00 for Richard C J. and Lori B.
I have been on numerous hoildays in the past with Sunwing Travel and always had a great experience until now with this last trip when my luggage was lost unitl the night before leaving the resort at 10 pm on November 30, 2016.
I have been traveling for over 43 years by plane to numerous destinations and have never lost my luggage.
Being a widower for over 5 years now, I was trying to impress the new love of my life with this trip. Can you imagine being at a resort for 2 weeks with no clothes except the ones on your person ? No medication (high blood pressure pills), no personal hygene products, no sandals, shirts, bathing suit, etc,etc...nothing and trying to impress somebody ?
I had no camera or a power converter to charge my phone to take pictures with. This was all in my luggage.
Sunwing gave me 50 Cuban pesos a day for 7 days to buy clothing and personal hygene products. Sandals cost 35 pesos alone. Clothing, if I could find some that fit me being xxx large was difficult and expensive to find. I did not go on a holiday to search out for clothing and hygene products. I spent alot of wasted time doing this.
All my luggage was intact except for a waist belt which I paid $ 35.00 canadian.
The Diamond club at the resort did not give me an arrival gift nor house coats which was supposed to be included. I met other couples that got a bottle of rum and a fruit basket and house coats on arrival yet we were told there was no more left even though these couples arrived days after us.
To tell you the truth, I made due with what I had and Lori completely understood the situation I was in and we still had a good holiday, however, it definately could have been alot more enjoyful if I had my luggage.
I think that I should be compensated more than $ 350.00 Cuban pesos for the ordeal that I was put through of having no luggage for 2 weeks and for the Diamond Club expence.
Yes, this holiday could have been a GRAND MEMORY, however with no pictures, no clothes, no medications, wasted time, no gifts as promised, etc....I would have to say it was an experience but not a GRAND MEMORY.
We flew with Sunwing on August 2015 from Vancouver to Toronto. Our outbound fight was delayed 3 hours which was an inconvenience but not the biggest issue of the trip. Coming back to Vancouver my suitcase was sent to Amsterdam instead of Vancouver... we waited for my bag at the airport.. it never arrived... when trying to find a sunwing rep the [redacted] reps had to flush her out of hiding... finally without much help from the sunwing employee we rushed to catch our next flight but we were unable to continue as the gate was closed...
I had gone ahead and had received our boarding passes and luggage tags had been printed by the [redacted] agent all we need was to check in but sunwing made that impossible... when contacting Sunwing they are not going to help or compestate us for our lost flights back to Vancouver Island. [redacted]
Sunwing advertising price for flights from Ottawa are all 70$ more than advertised on their web page. Be careful when booking as you will be charged 70$ per seat more.
RE: Compliment for Outstanding Customer Service from Sunwing
We have just completed another vacation booking with Sunwing and wish to acknowledge and recognize the over and above customer service experience we enjoyed with [redacted], a Sunwing Sales Center Agent.
She was just a joy to speak with, very personable and helpful. We were experiencing issues trying to book Elite Plus seats, and she took it upon herself to send email requests which ended up providing us with the seats we sought the next day. She also made all the necessary steps to contact us, both via phone and email with the good news! She also reviewed our booking and had noticed we had made a mistake in registering for Sunwing's Free Price Drop Guarantee Program. She mentioned this during the phone call and encouraged me to correct the registration to take advantage of this program.
You certainly do not get this level of service and customer care from Air Canada!!
We look forward to our trip and continuing enjoying the fine Sunwing experience already launched by [redacted]! Again...thank you [redacted]!
We continue to favor Sunwing for our vacations for several years now, and have always had unique and consistent satisfied experiences. Each vacation seems to come with a new twist that just adds something unexpected to make it memorable. The quality of Sunwing's employees at ever touch point, just make a difference in doing their best for you. And this time it happens to be [redacted]!
I was traveling to Freeport, Bahamas from Houston, Texas on July 20th. I arrived to the check in station for Sunwing Airlines 45 minutes before the flight. The representative was talking on her personal phone and had me waiting for about 5 minutes before she took attention to me. I told her I was here to check in and she told me it was too late. If I would've be here 5 minutes earlier I would've been fine. I asked for a supervisor and all she did is contact her supervisor on her personal cell phone and then told me it was to late to check in. I had flown in from Las Vegas to Houston and had planned this summer trip months headed. Now my summer vacation is ruined because of bad customer sevice from representatives that did not want to work and just stood there making personal calls having customers waiting. The Sunwing representatives did close to nothing to try to help. My request for time off from my job was a waste as my vacation was foiled. I have had one past experience where airline representatives called the departing gate to alert that I was on my way and promptly acted to check my luggage in and get me to my flight. That's excellent customer service. [redacted]
My brother and I endured a horrible experience the day of our return flight from Varadero, Cuba to Toronto on Monday April 6th, 2015. We waited for two hours for a hotel bus to arrive to take us to Varadero airport. We were told by [redacted] front desk personel, that airport buses are never on time, but also that the drivers usually announce their arrival to a front desk person that they are there to pick up Sunwing customers for delivery to the airport. No bus arrived to pick us up. I registered a formal complaint with federal transportation agency in Ottawa. They basically did nothing for me except mediate an email discussion between myself and Sunwing before closing the compaint. Sunwing took 6 or 7 weeks to investigate my complaint and finally determined that my brother and I were at fault for relying on Sunwing's airport bus schedule carefully placed in the main hotel lobby at [redacted], Varadero, and that we were supposed to call Sunwing to find out the real bus schedule.
I am writing in regards to my recent travel with Sunwing and I must say my first time with Sunwing has been a very disappointing experience.
I initially chose sunwing as my choice of airline due to the incredible rates you had and also the cost effective option of upgrading to elite plus for the benefits.
My first disappointment was the delay of [redacted]. From 8:25pm it was delayed to 10:25
Since I have planned out my trip to arrive a day earlier, I did not mind the delay too much but the inconvenience of having to reschedule my shuttle bus pick up to my hotel in Vancouver and having restaurants closed was very unpleasant added to the fact the travel took a lot of energy.
This email would not have been needed if it weren't for the fact of the second disappointment.
Flight [redacted] was also delayed. This delay was extremely unacceptable:
I had planned and chose this flight so I can arrive back in Toronto at 7am to allow me to go to work. When I discovered that this flight would be delayed till almost 2am and arrive back in Toronto at 9am.... I was livid.
I had to request for a transfer to the earlier flight that was on schedule so I can arrive back in Toronto as planned. What was not planned was the ridiculous fee of $50 transfer
I do not understand why I had to pay this fee when it was your flight that got delayed. If I had known your airline experienced numerous delays, I would have naturally chosen an earlier flight.
It would be appreciated if I can be contacted about this matter.
I should not have to pay for the $50 transfer fee for your delays.
[redacted] Our direct three and a half hour flight to Cancun was changed to a flight with one hour stop over in Cuba. There is no one you can complain to. [redacted] Our flight back was also changed. [redacted]
Just a quick mention about my latest Sunwing experience. I was in Manzanillo Cuba for 2 weeks at the end of November 2016 and I had a great time. The flight personnel was very professional, the hotel staff was way beyond my expectations (a special shout out to Elena), the food not so bad for a 3 stars, the room was clean and the surrounding area is gorgeous. This was a memorable and lovely vacation! Thanks!
[redacted]
The long and short of it is that my 15 family members and 60 other people on our return Sunwing flight from Santa Clara, Cuba were extremely ill. It has now been 2 months since our trip and we have since discovered we had a parasite (some of us still have it) contrary to popular belief that it was a Norovirus.
On top of all this, Sunwing and Memories have made little to no effort to contact us or discuss compensation. My husband lost 5 weeks of work and has just returned today. It has been weeks since we sent in the medical confirmation of the parasite and still no response.
It costs us thousands of dollars to go and we have lost thousands of dollars since then (not to mention pain, discomfort, time with family, humility and medication). We could have long term health effects as well (e.g. lactose intolerant).
On a positive note, Cuba is awesome and the staff are amazing and the beaches are gorgeous. We would go back to Cuba, but not with Sunwing because if something goes wrong, there is not responsibility assumed.
[redacted]
I made the decision to purchase a package with signature vacations based on travel times . I wanted to ensure we could maximize 8 days and that the arrival/departure times were within the hotel's check in/out policy. Since purchasing the flight has been changed/delayed twice, now departing 12 hours later than what I purchased.
I understand some flight changes are necessary but this beyond reasonable. Now we are left with a flight time we do not want and incurring extra costs as it is way beyond the check out time.
I made this purchase in good faith and expected to have sunwing/signature deliver the package I agreed to or provide other options. Instead they have taken advantage of the fact this paid for and completely changed our vacation plans.
[redacted] I paid for one thing, but am stuck with something I don't want.
I recently booked a vacation with sunwing under there "Price drop guarantee ". My trip price has dropped and I went to submit a claim . I found out quickly that I was not "registered " for the price drop . On my booking form it says nothing at all. I would be fine with this policy had I had CLEAR instructions from the company . I find their policy very sneaky it makes their customers feel comfortable with this price drop guarantee booking when in fact its the opposite. I will never book with them again
I booked a package with sunsing vacations to huatuloc mexica dreams resort , they said they where upgrading my room to the best delux room with two beds with an extra room as we where travelling in a group of three one couple and myself. they charged an extra $1000 for the upgrade. when we arrived we were put in to the smallest room with 2 beds side by side this was 100% not an upgrade as all the base model rooms where all like this , in order to get the room that we originaly wanted we had to give the hotel an addtional $700 dollars totaling $7500 for a week stay in mexico ,(THATS ALOT OF $$ CONSIDERING MOST VACATIONS THERE GO WAY CHEAPER!!) we feel we got taken advantage of big time and caused alot of dis enjoyment the first couple of days trying to get are room figured out, as welll as leaving a bad taste in are mouth the entire trip. I will not be using sun wing again as I have felt no compensation from them in anyway.
Earlier this summer I booked a MSC Cruise Holiday on line through Sunwing Vacations and I must say so far so good. Not only did I take advantage of a Zero Deposit Promotion, I also was able to sign up for a free Price Drop Guarantee and the best part of it is, I just applied on line for a refund because the price of my holiday has dropped. Looking forward to my trip come December.
Just came back from Puerto Plata. We stayed at Riu Merengue and no way that place is 4.5 star resort. Beach and rooms are nice but the food is terrible. The place is full of local people and they are so noisy and scream like if they were fighting but that's how they talk.
We had made our booking in November 2015 and was recently informed by Sunwing, Thursday, January 21, 2016 the booking has changed. When changes like this happen we might be ok with it, but due to my wife's 50th milestone special birthday event for Sunday, February 7, 2016 the new booking has a departure time of @ 6am on the day of my wife's 50th birthday!! As well, we have guests that will be arriving and waiting for days before us, this is not good! especially traveling on her birthday, which means being at an airport at 3am to check in. This looks like we have been bumped to accommodate others.
The return flight date is on Valentine's day, and I had something special planned for her, but now have to cancel, which has cost me time, effort and money, very disappointing.
Our only options from Sunwing is to take the new booking or cancel. Well, we can't cancel due to our guests, and now forced to take the only flight out. We are also surprised that the only compensation offered by Sunwing is a $50.00 coupon to be used only for future flights with Sunwing, really? Seems like an insult. We'll probably not use Sunwing in the future due to this situation, but this does motivate us to inform news and social media of our experience.
Your sale agent who did the new booking for us did a fine job of providing certain information, limited options and defending Sunwing. The customer service agent who replied to our current situation only provide company policy information.
[redacted] Families work hard for their money and should be able to shop with some assurance that their price they paid is protected and the company should provide customer service to honor that, we booked at trip 28 days ago and 3 weeks later the price dropped by over $700.00 and we were basically laughed at with a too bad for you.
My girlfriend and I flew from Vancouver to Cuba using Sunwing. We prepaid $200 for "Elite" status which promise "your bags will be some of the first off the plane".
Not only were they not first off the plane they never made it onto the plane. I was left for 1/3 of my trip with no luggage which ruined a significant portion of my trip.
Finally received my bags which was a hassle and upon returning home inquired with the company about this occurance. I was told by their representative that there was nothing legally I could do about it (her words) and that even though I spent days without my belongings they still considered me to have had an "Elite" trip.
This is borderline a scam as they promised services, did not provide them, and failed to provide a very basic service.
They did not seem to care about me as a customer or the inconvenience we faced.
Do not pay for Elite and do not use Sunwing if you can avoid.
I was researching deals and vouchers for Sunwing and came across the Revdex.com Sunwing review page. I noticed that there are ZERO positive reviews. So I want to leave one.
I've used Sunwing and another similar competitor airline. Sungwing's experience was better hands down. The takeoff and landing were both smooth and the flight attendants were pleasant. The food and drinks served were complimentary... I don't drink alcohol, so I'm not sure about that, but they did offer 1 glass of champagne to everyone for free.
I filled out their customer review card and received a $50.00 voucher which I just used to book another vacation. The voucher stated that you needed to email it to a certain address (which I did, I booked online so no agent was used). Within a few days I received the $50 credit on my visa. No problems.
While at the resort, the Sunwing representative was SUPER nice and knowledgeable. He made our orientation fun and exciting. We booked our excursions because of how great the trips were explained by him.
We had ZERO problems and just 100% fun. We will be flying with Sunwing again on September 23, 2016 and are excited to do so!
We've recently gone on a vacation to Cuba at an all inclusive resort planned through Sunwing. We purchased insurance for this trip, the platinum worry-free insurance, and this was not upheld. We became horribly ill after getting food poisoning after consuming the food at the resort, and had to seek medical attention as well as purchase medicine. None of this was covered, and was informed by a SUNWING representative that the coverage is not valid at the resort. It says it covers medical but if this doesn't apply then why would we ever bother to spend the money if its worthless? Either this is false advertising or someone is lying.
Mr. Stephen H.
Chief Executive Officer of Sunwing Travel Group and President of Sunwing Travel Group
Dear Sir ;
In regard to booking number XXXXXXXX for a 2 week hoilday in Varadero from Vancouver, BC on November 17, 2016 to December 1, 2016 on Sunwing Airlines to [redacted] Resort.
Purchase Price $ 5,422.00 for Richard C J. and Lori B.
I have been on numerous hoildays in the past with Sunwing Travel and always had a great experience until now with this last trip when my luggage was lost unitl the night before leaving the resort at 10 pm on November 30, 2016.
I have been traveling for over 43 years by plane to numerous destinations and have never lost my luggage.
Being a widower for over 5 years now, I was trying to impress the new love of my life with this trip. Can you imagine being at a resort for 2 weeks with no clothes except the ones on your person ? No medication (high blood pressure pills), no personal hygene products, no sandals, shirts, bathing suit, etc,etc...nothing and trying to impress somebody ?
I had no camera or a power converter to charge my phone to take pictures with. This was all in my luggage.
Sunwing gave me 50 Cuban pesos a day for 7 days to buy clothing and personal hygene products. Sandals cost 35 pesos alone. Clothing, if I could find some that fit me being xxx large was difficult and expensive to find. I did not go on a holiday to search out for clothing and hygene products. I spent alot of wasted time doing this.
All my luggage was intact except for a waist belt which I paid $ 35.00 canadian.
The Diamond club at the resort did not give me an arrival gift nor house coats which was supposed to be included. I met other couples that got a bottle of rum and a fruit basket and house coats on arrival yet we were told there was no more left even though these couples arrived days after us.
To tell you the truth, I made due with what I had and Lori completely understood the situation I was in and we still had a good holiday, however, it definately could have been alot more enjoyful if I had my luggage.
I think that I should be compensated more than $ 350.00 Cuban pesos for the ordeal that I was put through of having no luggage for 2 weeks and for the Diamond Club expence.
Yes, this holiday could have been a GRAND MEMORY, however with no pictures, no clothes, no medications, wasted time, no gifts as promised, etc....I would have to say it was an experience but not a GRAND MEMORY.
Yours truly,
Richard C J.
We flew with Sunwing on August 2015 from Vancouver to Toronto. Our outbound fight was delayed 3 hours which was an inconvenience but not the biggest issue of the trip. Coming back to Vancouver my suitcase was sent to Amsterdam instead of Vancouver... we waited for my bag at the airport.. it never arrived... when trying to find a sunwing rep the [redacted] reps had to flush her out of hiding... finally without much help from the sunwing employee we rushed to catch our next flight but we were unable to continue as the gate was closed...
I had gone ahead and had received our boarding passes and luggage tags had been printed by the [redacted] agent all we need was to check in but sunwing made that impossible... when contacting Sunwing they are not going to help or compestate us for our lost flights back to Vancouver Island. [redacted]
Sunwing advertising price for flights from Ottawa are all 70$ more than advertised on their web page. Be careful when booking as you will be charged 70$ per seat more.
RE: Compliment for Outstanding Customer Service from Sunwing
We have just completed another vacation booking with Sunwing and wish to acknowledge and recognize the over and above customer service experience we enjoyed with [redacted], a Sunwing Sales Center Agent.
She was just a joy to speak with, very personable and helpful. We were experiencing issues trying to book Elite Plus seats, and she took it upon herself to send email requests which ended up providing us with the seats we sought the next day. She also made all the necessary steps to contact us, both via phone and email with the good news! She also reviewed our booking and had noticed we had made a mistake in registering for Sunwing's Free Price Drop Guarantee Program. She mentioned this during the phone call and encouraged me to correct the registration to take advantage of this program.
You certainly do not get this level of service and customer care from Air Canada!!
We look forward to our trip and continuing enjoying the fine Sunwing experience already launched by [redacted]! Again...thank you [redacted]!
We continue to favor Sunwing for our vacations for several years now, and have always had unique and consistent satisfied experiences. Each vacation seems to come with a new twist that just adds something unexpected to make it memorable. The quality of Sunwing's employees at ever touch point, just make a difference in doing their best for you. And this time it happens to be [redacted]!
Cheers Sunwing! You're the best!
I was traveling to Freeport, Bahamas from Houston, Texas on July 20th. I arrived to the check in station for Sunwing Airlines 45 minutes before the flight. The representative was talking on her personal phone and had me waiting for about 5 minutes before she took attention to me. I told her I was here to check in and she told me it was too late. If I would've be here 5 minutes earlier I would've been fine. I asked for a supervisor and all she did is contact her supervisor on her personal cell phone and then told me it was to late to check in. I had flown in from Las Vegas to Houston and had planned this summer trip months headed. Now my summer vacation is ruined because of bad customer sevice from representatives that did not want to work and just stood there making personal calls having customers waiting. The Sunwing representatives did close to nothing to try to help. My request for time off from my job was a waste as my vacation was foiled. I have had one past experience where airline representatives called the departing gate to alert that I was on my way and promptly acted to check my luggage in and get me to my flight. That's excellent customer service. [redacted]
My brother and I endured a horrible experience the day of our return flight from Varadero, Cuba to Toronto on Monday April 6th, 2015. We waited for two hours for a hotel bus to arrive to take us to Varadero airport. We were told by [redacted] front desk personel, that airport buses are never on time, but also that the drivers usually announce their arrival to a front desk person that they are there to pick up Sunwing customers for delivery to the airport. No bus arrived to pick us up. I registered a formal complaint with federal transportation agency in Ottawa. They basically did nothing for me except mediate an email discussion between myself and Sunwing before closing the compaint. Sunwing took 6 or 7 weeks to investigate my complaint and finally determined that my brother and I were at fault for relying on Sunwing's airport bus schedule carefully placed in the main hotel lobby at [redacted], Varadero, and that we were supposed to call Sunwing to find out the real bus schedule.
Hello
I am writing in regards to my recent travel with Sunwing and I must say my first time with Sunwing has been a very disappointing experience.
I initially chose sunwing as my choice of airline due to the incredible rates you had and also the cost effective option of upgrading to elite plus for the benefits.
My first disappointment was the delay of [redacted]. From 8:25pm it was delayed to 10:25
Since I have planned out my trip to arrive a day earlier, I did not mind the delay too much but the inconvenience of having to reschedule my shuttle bus pick up to my hotel in Vancouver and having restaurants closed was very unpleasant added to the fact the travel took a lot of energy.
This email would not have been needed if it weren't for the fact of the second disappointment.
Flight [redacted] was also delayed. This delay was extremely unacceptable:
I had planned and chose this flight so I can arrive back in Toronto at 7am to allow me to go to work. When I discovered that this flight would be delayed till almost 2am and arrive back in Toronto at 9am.... I was livid.
I had to request for a transfer to the earlier flight that was on schedule so I can arrive back in Toronto as planned. What was not planned was the ridiculous fee of $50 transfer
I do not understand why I had to pay this fee when it was your flight that got delayed. If I had known your airline experienced numerous delays, I would have naturally chosen an earlier flight.
It would be appreciated if I can be contacted about this matter.
I should not have to pay for the $50 transfer fee for your delays.
[redacted] Our direct three and a half hour flight to Cancun was changed to a flight with one hour stop over in Cuba. There is no one you can complain to. [redacted] Our flight back was also changed. [redacted]